E170 ‘Enhancing Call Centre Efficiency with AI’ with Ardanis’ Stefan Goor and JC Durbin

Today’s guests are Stefan Goor, Group CIO and JC Durbin, Head of AI Innovation at Ardanis. As a finalist for the Best Application of AI in an SME and Consumer/Customer Service categories at the upcoming 2024 AI Awards, Ardanis offers a compelling narrative of how AI can transform business processes and customer interactions within the call centre industry.

Established in 2016, Ardanis has made significant strides in the field of software development consultancy. Guided by the visionary leadership of technology veterans JC and Stefan, the company has carved a niche by addressing what they identify as a gap in the market – an integrated approach combining technology, project, and process management with a strong focus on code craftsmanship.

For Ardanis, success is rooted in understanding the intricacies of code craftsmanship and automation. By employing test-driven development and ensuring robust communication with clients, Ardanis guarantees stable, high-quality solutions. One of their core philosophies is the personalised application of Agile methodologies, tailoring each project based on the specific needs and goals of their clients. This collaborative approach with customers is encapsulated in their tagline: “We listen and innovate.”

Their AI Award nominated Generative AI solution, Aileen, is not just another AI tool. It represents a significant leap forward in addressing the challenges faced by call centres, particularly in finance and regulated industries. Instead of a one-size-fits-all AI application, Aileen offers a modular, integratable platform designed to meet specific customer needs.

By listening to their clients, Ardanis identified a major pain point within call centres and developed Aileen to improve both customer and agent experiences. The AI intelligently assists call centre agents by automating repetitive tasks, recognising and routing complex or sensitive calls to the appropriate personnel, and even serving as a potent training tool to expedite onboarding processes.

In the podcast, Stefan and JC underscore the stress that is evident in call centre roles and how Aileen can alleviate these pressures. By automating mundane and repetitive tasks, the AI allows agents to focus on more meaningful interactions that require human empathy. Consequently, this transformation not only enhances the agents’ job satisfaction but also reduces turnover rates, fostering a more stable and skilled workforce.

This AI solution ensures accuracy with a remarkable 99% success rate, as highlighted by JC and Stefan. The integration of AI into call centres promises enhanced customer experiences and improved business processes by categorising and routing calls more efficiently and reducing human error.

While the financial sector is a significant focus due to its demand for accuracy and auditability, Ardanis’ flexible AI solutions are applicable across various industries, including retail and green techology. Their capacity for seamless integration and high customisation makes them a preferred partner for enterprises seeking comprehensive AI solutions.

As the world of AI continues to evolve, Ardanis maintains a grounded approach. According to JC, their strategy is driven by practical, problem-focused solutions rather than mere academic curiosity. Ardanis keeps a close eye on the latest advancements in AI models, ready to adapt when there is tangible value to be gained.

Ardanis, through its innovative AI solution Aileen, is turning the traditional call centre model on its head, delivering exceptional value to both businesses and their employees. By leveraging AI’s potential, Ardanis is not only enhancing efficiency and accuracy but also redefining careers in the call centre industry.